Does airlines’ eco-friendliness matter? Customer satisfaction towards an environmentally responsible airline
Baumeister, S., Nyrhinen, J., Kemppainen, T., & Wilska, T.-A. (2022). Does airlines’ eco-friendliness matter? Customer satisfaction towards an environmentally responsible airline. Transport policy, 128, 89-97. https://doi.org/10.1016/j.tranpol.2022.09.016
Julkaistu sarjassa
Transport policyPäivämäärä
2022Oppiaine
Sustainable BusinessResurssiviisausyhteisöMarkkinointiSosiologiaKestävä liiketoiminta ja talous (painoala)Yritysten ympäristöjohtaminenBasic or discovery scholarshipJohtaminenSustainable BusinessSchool of Resource WisdomMarketingSosiologySustainable Business and Economy (focus area)Corporate Environmental ManagementBasic or discovery scholarshipManagement and LeadershipTekijänoikeudet
© 2022 The Authors. Published by Elsevier Ltd.
The looming climate crisis requires an immediate response, also on an individual level. Consumers are being asked to reduce and replace their carbon-intensive consumption behaviors. One of the consumption behaviors with the largest impact is air travel. The growing awareness among consumers has led to the advent of flight shaming, which could seriously endanger airlines' existing business models. One way for airlines to respond to this threat is by becoming more eco-friendly. We therefore wanted to study whether the environmental responsibility of an airline could be positively associated with customer satisfaction and whether that could translate into more customer loyalty towards an eco-friendly airline. To study customer satisfaction with an environmentally responsible airline, we conducted a survey among 1170 customers of the Finnish flag-carrier Finnair. Finnair was chosen as a case because it is regarded as one of the leading airlines for eco-friendliness. The study found that being environmentally responsible can benefit airlines, because it can generate customer satisfaction alongside more established antecedents of customer loyalty such as brand image and value for money. Furthermore, the study found that satisfied customers were more likely to repurchase airlines' services and engage in positive word-of-mouth (WOM), resulting in customer loyalty. This finding links airline's perceived environmental responsibility to customer loyalty.
...
Julkaisija
ElsevierISSN Hae Julkaisufoorumista
0967-070XAsiasanat
Julkaisu tutkimustietojärjestelmässä
https://converis.jyu.fi/converis/portal/detail/Publication/156811463
Metadata
Näytä kaikki kuvailutiedotKokoelmat
Lisenssi
Samankaltainen aineisto
Näytetään aineistoja, joilla on samankaltainen nimeke tai asiasanat.
-
The significance of environmental responsibility on airline customers' intention to purchase
Merilä, Outi (2015)Operating in an energy intensive industry, airlines’ environmental performance is under constant scrutiny of the regulators and authorities. By contrast, it seems that not many airlines have considered gaining competitive ... -
The impact of rewarded social media engagement on customer satisfaction, commitment, loyalty and loyalty programmes in the sports industry
Rauf, Muniba; Karjaluoto, Heikki; Leppäniemi, Matti (Inderscience Publishers, 2024)There has been much research on customer engagement, loyalty, and loyalty programmes, but there has been no specific investigation of the impact of rewarded customer engagement on loyalty programme members in the sports ... -
An eco-label for the airline industry : instrument for behavioral change?
Baumeister, Stefan (University of Jyväskylä, 2017)Climate change is the biggest challenge humanity has ever faced and there is no doubt that human activities are the main cause. One activity that has received much attention in this discussion is air transportation. ... -
Customer perceived value, satisfaction, and loyalty : the role of willingness to share information
Leppäniemi, Matti; Karjaluoto, Heikki; Saarijärvi, Hannu (Routledge, 2017)This study proposes and tests an integrative model to examine the relationships among customers’ willingness to share information, satisfaction, perceived value, and loyalty in a retailing context. This study extends ... -
How emotions are considered crucial on an omnichannel banking environment in gaining customer loyalty
Haapio, Hannele (Routledge, 2019)Emotions have been studied in a marketing context for years. However, the rapid change of digital channels and customers’ omnichannel behavior emphasize the need to further investigate how emotions are considered to play ...
Ellei toisin mainittu, julkisesti saatavilla olevia JYX-metatietoja (poislukien tiivistelmät) saa vapaasti uudelleenkäyttää CC0-lisenssillä.